You want email notifications for certain threshold before the SLAs is breach:

Step-by-step guide

There is currently no functionality for this in Service Desk. However, you can use JIRA subscriptions to augment Service Desk's SLAs to get this functionality:

  1. Configure your SLA, I used "Time to Resolution".
  2. Configure a JQL filter in JIRA per threshold you need notifications for. An example is: 

    "Time to resolution" <= remaining("15m") and "Time to resolution" != breached()

    (info) Set the time ("15m") in the JQL to which you want to be notified. The above JQL gives you issues which still have 15 minutes to be breached.

  3. Save this filter

  4. Then configure a filter subscription, set the frequency to be the same as that which you used in your JQL filter. You can use "Advanced scheduling ('cron')" for more detailed intervals, refer to Receiving Search Results via Email for more detailed information.

There is a feature request for this functionality to be native to Service Desk at:  JSD-2003 - Getting issue details... STATUS


You will need to do this process once per SLA.